Delivery Manager

Expedia For Business (E4B) are leveraging the new capabilities in AI to help drive more effective conversations with our Partners. To help realize this opportunity, we are seeking a talented and experienced Conversational Intelligence Delivery Manager to join our dynamic team. Conversational intelligence tools combine traditional speech and text analytics capabilities with artificial intelligence. When deployed effectively, they can extract valuable insights and support a business to improve productivity, identify pain points, uncover process inefficiencies, and unlock the moments of truth behind effective sales strategies used by top performers.
The ideal candidate will play a crucial role in driving the development and delivery of conversational intelligence solutions, ensuring the successful implementation of a new platform designed to supercharge E4B’s commercial businesses and deliver exceptional partner experiences.
You will influence and inspire change, bringing this new capability to our business on a journey to deliver a data and insight driven approach to performance optimization. You will be responsible for configuring and deploying this technology across several lines of business, ensuring the tool meets the needs of global teams serving partners across different continents and cultures, so that E4B can maximize the unlock this new technology brings to our sales organization.

What you will do:

Lead the end-to-end delivery of scalable conversational intelligence platforms, from conception to implementation.
Collaborate with cross-functional and global teams, including IT, Partner facing teams, Salesforce CoE, Training, Process Solutions, Product Integration and Sales Enablement in order to ensure the successful delivery of conversational intelligence
Ensure project milestones are met on time and within scope
Support with the design and delivery of a quality framework ensuring the platform is fully utilised and understood
Create robust documentation and communication plans to ensure operational readiness and a successful deployment
Be a Conversational Intelligence evangelist, using your passion for this technology to influence lines of business to adopt this new way of working
Provide technical guidance to the team, solving complex challenges and ensuring the use of best practices in conversational intelligence development.
Work with technical teams to ensure solutions are stable, scalable and effectively administered
Possess a strong understanding of conversational AI technologies, natural language processing, and speech and text analytics
Oversee quality assurance processes to ensure the accuracy and effectiveness of conversational interfaces.
Conduct regular testing and refinement of conversational models to improve user interactions.
Track the impact of conversational intelligence
Establish a governance model for change to Quality tools and processes
Develop a backlog of requirements for product improvement and work with the platform vendor to ensure they are accepted onto the roadmap
Act as a primary point of contact for the vendor product roadmap and release schedule, communicating any changes across E4B stakeholders
Mentor and lead a team of conversational intelligence delivery leads, fostering a collaborative and innovative work environment.
Provide coaching and guidance to team members to enhance their skills and performance.

Who you are:

Experience in tech and/or service operations including combination of Customer Experience (CX) and Quality Management (QM).
Be an effective communicator across all levels including C-suite to frontline
Be an influential leader and collaborator, bringing stakeholders on the journey to realize maximum benefit
Highly tenacious with the drive to succeed and overcome obstacles
An open-minded problem solver
Possess a strategic approach to delivering improvements and change
A tech enthusiast, passionate about new developments in tech
A confident communicator with the ability to influence at all levels
A tinkerer - someone who loves to learn new tools and explore systems to find opportunities
Experience working in Quality/Experience Management tools and systems (Qualtrics, Clarabridge, Verint, NICE, Avaya, etc.)
Experience with Speech and Text analytics, ideally using the latest AI technologies
An experienced Customer Experience (CX) leader with demonstrable success in managing and delivering change that improves the customer experience
Experience managing business-wide projects, building innovative solutions, and supporting cross-functional teams, driving measurable improvements
Strong presentation skills, able to create and communicate compelling stories that influence business change and decisions